Call Center Escalation Analyst

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Camping World

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Specialty Retail - RV Products & Accessories • RV Sales • RV Service • Retail • Roadside Assistance

10,000+

💰 Venture Round on 2013-07

Description

• This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered. • This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. • You will be responsible for monitoring cases to ensure the intent of the program and company expectations are being met. • In this role, you will collaborate closely with various internal teams and external partners to facilitate prompt and effective resolutions for our members during their roadside event. • You will have the authority to make decisions beyond program limitations when necessary, prioritizing the customer experience. • The ability to quickly adapt to complex situations and clearly communicate your decision-making process will be essential for success in this role. • Monitor executive email distribution list for VIP escalations to quickly direct and communicate resolution.

Requirements

• High school diploma or equivalent required; bachelor’s degree in business or related field preferred. • 3 + years of experience in customer service or call center environments, with at least 1-2 years in a supervisory or leadership role. • Working knowledge of roadside assistance operations and service-level agreements. • Exceptional problem-solving and decision-making abilities, with the capability to handle complex and high-pressure situations. • Advanced communication and conflict resolution skills, with the ability to handle escalated issues professionally. • Excellent organizational and multitasking skills, with attention to detail and time management. • Familiarity with roadside assistance operations, call center software, CRM systems and office 365 applications. • Experience in roles that required high emotional intelligence, being able to demonstrate strong self-awareness, empathy, and interpersonal skills to effectively manage emotions, resolve conflicts, and foster positive relationships. • Excellent communication and conflict resolution abilities.

Benefits

• Paid Time Off • 401(k) • Employee Assistance Program • Good Sam Roadside Assistance • Discounts • Paid parental leave (if eligibility is met) • Tuition Reimbursement (if eligibility is met) • On the job training opportunities • Comprehensive benefit package including medical, dental, vision and more!